Associate Vice President, Distribution and Colleague Enablement, Wealth Contact Centre

Work Location:

Markham, Ontario, Canada

Hours:

37.5

Line of Business:

TD Wealth

Pay Details:

$155,000 - $215,000 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Department Overview

At TD, the Wealth Contact Center (WCC) operates within TD Wealth and is focused on delivering investment servicing, trading support, financial planning, and wealth advice through remote and digital channels. WCC plays a critical role in enabling clients to manage, grow, and protect their wealth by providing access to self-directed investing, licensed investment advice, and financial planning support.

Internally, WCC is comprised of several specialized lines of business and support functions, including Direct Investing, Easy Trade, Investment Advice Centre (IAC),  Money-In Advice, U.S. Wealth support, the Wealth Information Centre (WIC), Second Level Support, and operational effectiveness teams. These groups work closely with Wealth partners, branch networks, operations teams, compliance, risk, and technology stakeholders to deliver a seamless and compliant client experience.

WCC is responsible for a broad range of client interactions, including:

• Self-directed investing and trading support

• Investment account opening, onboarding, and servicing

• Mutual fund and Guaranteed Investment Certificate (GIC) support

• Licensed investment advice and portfolio reviews

• Financial planning through virtual planning teams

• Wealth-related inquiries, escalations, and specialized support for branch and wealth partners

• Administrative support for high-net-worth and U.S. Wealth clients

Reporting to the Vice President, Wealth Contact Center, this individual will be accountable for the following:

Lead a modern, AI-enabled Wealth Contact Centre that drives client growth, advice quality, and operational excellence

• Execute the Money‑In‑Advice, Direct Investing strategies align to Wealth and CPB priorities; translate into clear operating plans and measurable outcomes

• Drive AI-enabled contact center modernization, embedding AI tools (e.g., assistive guidance, automation, analytics) into colleague workflows to enhance productivity and client experience

• Deliver net-new business through strong conversion, advice-led conversations

• Lead sales effectiveness and coaching discipline, leveraging AI insights and call analytics

• Strengthen talent capability and change adoption, equipping teams to operate effectively in an AI-enabled, digital-first environment

• Lead strategies and performance for Colleague enablement, New hire onboarding and Second-level Support teams (resource, mitigation, EBS, WIC, Fraud etc.)

• Directly responsible for ~10 direct reports; Indirect span of control ~ 500

Key Shared accountabilities:

Partner with Wealth, Technology to deliver an integrated, AI-enabled end-to-end Wealth delivery model

• Support AWS enablement & implementation, ensuring seamless transition, stability, and realization of business value

• Co-lead execution of the Money‑In‑Advice strategy, aligning priorities, operating plans, and performance outcomes across CPB and Wealth

• Partner with Technology and Transformation teams to deliver AWS (Amazon Connect) implementation, ensuring alignment to business needs, adoption, and value realization

• Collaborate on AI-enabled capability deployment (assist tools, automation, analytics), embedding into workflows to drive colleague effectiveness and client experience

• Align with Workforce Management and S&E to integrate digital, AI, and channel demand planning into capacity and service delivery models

• Partner with Risk, Compliance, and Legal to evolve governance frameworks for AI-enabled advice, ensuring adherence to regulatory and conduct standards

•  Collaborate with HR, L&D, and Talent teams to build future-ready colleague capability, supporting upskilling and change adoption for AI-enabled environments

Leader profile:

• Run a customer‑focused channel delivering legendary customer experiences

• Build and sustain a performance‑based, inclusive culture grounded in fairness and consistency

• Demonstrate sound judgment and decisiveness, balancing speed, simplicity, and risk

• Role‑model accountability, ownership, and continuous improvement

• Lead change with clarity and resilience, reinforcing expectations through action

• Promote and cultivate a positive working environment that inspires innovation, creativity, teamwork and strong strategic partnerships​

• Recruit, Develop and Retain top talent for TD through development and execution of a robust talent strategy 

• Proven ability in leveraging business acumen and expertise to develop and deploy a vision and align others to that vision

• Maintain our culture of risk management and control​

• Proven experience in managing complexity and navigating ambiguity

• Strong understanding of measurement and metrics driving business outcomes

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet